As banking moves from online to mobile, it’s not enough for technology to become a peripheral addition to the user’s every day – it needs to become an integral part of it. How? By combining multichannel features (such as HD voice/video, web chat, SMS, secure file transfer, screen sharing and more) to enable a fully dimensional banking experience geared toward consumers seeking access at their fingertips.
However, successful user engagement doesn’t simply exist in technology versus humanity – it’s found in the cross-over. For example, while it may be convenient for users to securely web chat with a teller about a problem from their laptop, they might prefer to have the conversation on the go via text or they may feel more personally supported if they could see the teller’s face through a virtual appointment.